Service Desk Supervisor Senior Agent

OmniHire; Dubai; On-site; AED 150,000 - 210,000; Full time

Job summary

OmniHire seeks an experienced IT Service Desk Lead to manage real-time floor operations, coach analysts, and coordinate incident escalation in a high-volume environment.

The role requires 5–8 years of IT service desk experience, strong Windows/M365/AD skills, and ITIL certification. Arabic language capability is a plus, with availability for outside-core-hour escalations in UAE. UAE-based applicants preferred.

Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, or a related discipline.
• ITIL Foundation certification is required.
• Microsoft certification such as MD-102, MS-900, or equivalent is preferred.
• HDI Support Centre Team Lead certification is advantageous.

Responsibilities

• Manage real-time floor operations, including queue adherence, workload balancing, break scheduling, and escalation management to ensure service levels.
• Provide first- and second-line technical support for complex, VIP, and high-profile contacts, driving issues toward first-contact resolution.
• Act as the technical escalation point for Tier 1 Analysts, providing floor-level guidance, mentoring, and support during periods without Supervisor coverage.
• Conduct call and ticket quality reviews, ensuring adherence to QA standards, diagnostic completeness, and effective customer handling.
• Provide structured coaching, mentoring, and performance feedback to analysts based on quality and operational metrics.
• Manage shift rosters, attendance/absence coverage, holiday planning, and daily resource allocation to maintain adequate service coverage.
• Support onboarding, induction, knowledge transfer, and ongoing technical training for new and existing analysts.
• Identify, triage, and escalate potential major incidents, supporting impact assessment and Major Incident Management activities.

Skills

Windows 10/11

Microsoft 365

Exchange Online

Active Directory

ITSM platforms

PowerShell

Knowledge management

Coaching & mentoring

Queue management

Analytical thinking

Education

Bachelor’s degree in IT/CS

ITIL Foundation

Microsoft certification (MD-102/MS-900)

HDI Support Centre Team Lead (advantage)

Tools

Remote support tools

Endpoint management tools

Job description

Job Description:

Experience: 5-8 Years

Reports To: Service Desk Lead/Supervisor

Languages: English/Arabic - Both Required

Location: UAE

Key Responsibilities

• Managereal-time floor operations, including queue adherence, workload balancing,break scheduling,and escalation management to ensure consistent servicelevels.
• Providefirst- and second-line technical support for complex, sensitive, VIP, andhigh-profile contacts, driving issues toward first-contact resolution.
• Actas the technical escalation point for Tier 1 Analysts, providingfloor-level guidance, mentoring, and support during periods withoutSupervisor coverage.
• Conductcall and ticket quality reviews, ensuring adherence to QA standards,diagnostic completeness, and effective customer handling.
• Providestructured coaching, mentoring, and performance feedback to analysts basedon quality and operational metrics.
• Manageshift rosters, attendance/absence coverage, holiday planning, and dailyresource allocation to maintain adequate service coverage.
• Supportonboarding, induction, knowledge transfer, and ongoing technical trainingfor new and existing analysts.
• Identify,triage, and promptly escalation potential major incidents, supporting impactassessment, information gathering, and Major Incident Managementactivities.
• Maintainand improve knowledge articles, monitor knowledge usage, and identifycontent gaps or recurring issues requiring updates.
• Identifyrecurring issues and problem candidates through contact trends and raisethem with Problem Management for further investigation.
• Prepareshift handover reports, daily performance summaries, and operationalupdates for effective management visibility and continuity.
• Serveas a key technical point of reference on the service desk, supportingcontinuous improvement in service quality, first-contact resolution, andoperational efficiency.

Requirements

Required Skills & Competencies

• Strongtechnical expertise in Windows 10/11, Microsoft 365, Exchange Online,Active Directory, and enterprise endpoint environments.
• Solidnetworking knowledge and troubleshooting experience across TCP/IP, DNS,DHCP, VPN, and Wi-Fi.
• Hands-onexperience with remote support and endpoint management tools.
• Proficiencyin ITSM platforms, including ticket management, dashboards,reporting, and real-time operational monitoring.
• Basic PowerShell knowledge for diagnostics, troubleshooting, and routinetechnical tasks.
• Strongexperience in knowledge management and technical documentation,including authoring and maintaining knowledge articles.
• Provenability to supervise and coordinate teams in a high-volume, real-timeservice desk environment.
• Strongcapability in queue management, workload balancing, prioritization, andoperational decision-making.
• Demonstratedexperience in coaching, mentoring, performance management, and qualityimprovement.
• Stronganalytical and problem-solving skills, with the ability to handle complextechnical escalations and drive issues to resolution.

Qualifications & Certifications

• Bachelor’sdegree or diploma in IT, Computer Science, or a related discipline.
• ITILFoundation certification is required.
• Microsoftcertification such as MD-102, MS-900, or equivalent is preferred.
• HDISupport Centre Team Lead certification is advantageous.

Education Sector Experience

• Priorexperience supporting schools, universities, colleges, or othereducation-sector IT environments is a strong advantage.
• Familiarity with academic-calendar-drivenservice demand, examination periods, classroom technology, computer labs, andsafeguarding requirements will be considered favorably.

Other Requirements

• Arabiclanguage capability is a significant advantage given the bilingual userbase.
• Availabilityfor escalation outside core hours
• Cleanpolice clearance and security vetting.